Description

You will administer, support, and optimize Google CCAI platforms to ensure system stability and performance.

This role is on-site.

Responsibilities

• Administer Google CCAI platforms and perform monthly Move, Adds, and Changes (MAC) operations.
• Monitor critical systems daily to detect and proactively resolve issues.
• Tune and refine Google CCAI Natural Language Processing (NLP) models.
• Collaborate with Technical Account Managers, Project Managers, and Engineering teams to resolve production issues.
• Support testing efforts for new features, configurations, and updates.

Required Skills

• 5+ years of experience in customer service technology.
• 1+ years of experience supporting Google CCAI.
• Strong knowledge of Google Cloud Platform (GCP) and CCAI services.
• Experience with Agent Assist, Call Routing, and Chat integrations.
• Experience supporting conversational bots across web, voice, WhatsApp, Facebook Messenger, and SMS.
• Understanding of sentiment analysis, intent classification, and dialog flows.
• Knowledge of personality insight, Text to Speech (TTS), and Speech to Text (STT).

Preferred Skills

• Experience supporting user-centric conversation experiences involving chat, text, or voice.
• Experience with customer service automation.

Key Skills

Education

Any Graduate